Frequently Asked Questions

ORDERING

How do I place an order?

You can place an order directly through our online store.

Simply select your favourite items, add them to your cart, and proceed to checkout.

If you experience any difficulties during checkout, please contact us at healmi.miki@gmail.com.

Can I change or cancel my order?

If you need to make changes or cancel an order, please email us as soon as possible.

We will do our best to accommodate your request before your order has been processed or dispatched.

However, changes and cancellations cannot be guaranteed once order preparation has begun.

For more information, please refer to our Refund & Return Policy.

What happens if an item I ordered is out of stock?

Although we do our best to keep our inventory accurate, occasionally an item may become unavailable after your order has been placed.

If this happens, we will contact you to discuss the available options, such as:

• Choosing a replacement item.

• Receiving a refund for the unavailable item.

Will pre-order items be shipped together with ready-stock items?

Yes! If your order contains both ready-stock and pre-order items, we will generally ship everything together once all items are available.

If you would prefer to receive the available items earlier, please contact us before dispatch.

Additional shipping charges may apply for separate shipments.

SHIPPING & DELIVERY

Where does HealMi Studio ship to?

HealMi Studio is based in Singapore.

We currently ship to Singapore and Malaysia . Stay tuned for worldwide shipping updates.

When will my order be shipped?

Orders are usually processed within 2–3 working days after successful payment.

Working days refer to Monday through Friday, excluding Singapore public holidays.

During busy periods, festive seasons, or product launches, processing may take slightly longer.

Please note that processing time does not include shipping transit time.

How long will delivery take?

We primarily use Singapore Post (SingPost) for deliveries.

Estimated delivery times depend on the destination and the shipping service used.

For the latest delivery estimates, please refer to SingPost's official website.

Please note that delivery times are estimates and may vary due to customs clearance, postal disruptions, public holidays, or unforeseen circumstances.

How much is shipping?

Shipping fees are based on the applicable SingPost service and may vary according to:

• Delivery destination.

• Parcel weight and dimensions.

• Available shipping options.

The applicable shipping fee will be displayed at checkout before payment is completed.

Do you offer free shipping?

Yes! We offer free shipping on qualifying orders.

Free shipping is subject to the applicable minimum spending requirement and eligibility conditions displayed on our website or at checkout.

Can I request express shipping or a different shipping provider?

We primarily ship using SingPost.

If you require urgent delivery or would prefer a different shipping arrangement, please contact us before placing your order.

We will do our best to assist, subject to shipping service availability and any additional charges.

Why isn't a shipping option available at checkout?

We currently ship only to Singapore and Malaysia.

If your shipping address is within one of these destinations but no shipping option is available, please contact us with the items in your cart and your delivery location.

We will check the available shipping arrangements where possible.

Will I need to pay customs duties or import taxes?

Orders shipped to Malaysia may be subject to customs duties, import taxes, or other clearance charges.

Unless otherwise stated at checkout, these charges are the responsibility of the recipient.

Any such charges are determined by the relevant authorities and are not controlled by HealMi Studio.

ORDER TRACKING

How can I check my order status?

Once your order has been placed, you will receive an order confirmation email.

You may check your order status using the link provided in your confirmation email.

After dispatch, a shipping confirmation email will be sent to you.

Can I track my parcel?

If your selected shipping service includes tracking, a tracking number will be provided after dispatch.

Please note that some postal services may not include tracking.

Tracking information may take some time to appear in the postal service's system.

My tracking information hasn't been updated. What should I do?

Tracking updates may occasionally be delayed.

We recommend allowing some additional time for the postal service to update the tracking information.

If there has been no update for an unusually long period, please contact us with your order number and we will do our best to assist.

PAYMENT

What payment methods do you accept?

We accept the payment methods displayed during checkout.

Available payment options may vary depending on your country or region and the payment services supported by our store.

What currency will I be charged in?

Prices may be displayed in different currencies depending on your selected country or region.

The final payment currency and amount will be shown during checkout.

Please note that your bank or payment provider may apply additional currency conversion or transaction fees where applicable.

Is my payment information secure?

Our online store is powered by Shopify and uses supported payment services to process transactions.

Payment information is handled through the applicable payment service and its security measures.

Please refer to our Privacy Policy for more information about how customer information is handled.

REFUNDS & RETURNS

What is your Refund & Return Policy?

We generally do not accept returns, exchanges, or refunds for change-of-mind purchases.

Sale items are also not eligible for change-of-mind returns.

However, if an item arrives incorrect, damaged, defective, or materially different from its description, please contact us for assistance.

Your statutory consumer rights remain unaffected.

Please refer to our Refund & Return Policy for complete details.

I received a damaged or defective item. What should I do?

Oh no! We're sorry your little treasures didn't arrive safely.

Please contact us at healmi.miki@gmail.com as soon as reasonably possible, preferably within 7 days of delivery.

Kindly include:

• Your order number.

• Clear photographs or videos of the affected item.

• Photographs of the original packaging, where available.

• A brief description of the issue.

We will review the matter and provide an appropriate resolution.

The suggested notification period does not limit your statutory consumer rights.

I received the wrong item. What should I do?

We're sorry for the mix-up!

Please email us with your order number and photographs of the item received.

Once the issue has been verified, we will arrange an appropriate resolution, such as a replacement or refund.

Where a return is necessary due to our error, we will arrange or cover reasonable return shipping costs.

An item is missing from my order. What should I do?

If you discover that an item is missing from your parcel, please contact us as soon as reasonably possible.

Kindly provide your order number, photographs of the items received and outer packaging where available, and details of the missing item.

We will investigate and assist you with an appropriate resolution.

Can I return a handmade item?

We do not accept change-of-mind returns for handmade products.

Please note that slight variations in colour, texture, patterns, and finishing may occur due to the handmade process.

However, if your handmade item is defective or does not conform to its description, please contact us.

Your statutory consumer rights remain unaffected.

When will I receive my refund?

Once a refund has been approved and processed, it will generally be issued to your original payment method.

The time required for the amount to appear in your account depends on your bank or payment provider.

Are shipping fees refundable?

Shipping fees are generally non-refundable for change-of-mind requests or delivery failures caused by incorrect customer information where the service has already been performed.

Where a refund is required due to a defective product, fulfilment error, or applicable consumer protection law, shipping-related costs will be assessed as part of the resolution.

DELIVERY ISSUES & GENERAL ENQUIRIES

My order hasn't arrived. What should I do?

We understand how exciting it is to wait for your little treasures!

If your parcel has not arrived within the estimated delivery period, please check its tracking information, where available.

You may also contact SingPost or the relevant local postal service for the latest delivery updates.

If you still need assistance, please email us with your order number.

We will do our best to help investigate the situation.

What happens if my parcel is lost?

If you believe your parcel has been lost during transit, please contact us with your order number.

We will review the delivery information and work with the relevant postal service to investigate where appropriate.

Once the circumstances are established, we will provide an appropriate resolution in accordance with applicable consumer protection laws.

What if my parcel is marked as delivered but I haven't received it?

Please check your delivery location and any available proof of delivery.

You may also check with household members or building management, where relevant.

If you are still unable to locate your parcel, please contact us so we can assist with an investigation.

What if I entered the wrong shipping address?

Please contact us immediately at healmi.miki@gmail.com.

We will do our best to correct the address before dispatch.

Unfortunately, we cannot guarantee address changes once an order has been handed over to the postal service.

Additional shipping charges may apply if the parcel needs to be returned or resent because of incorrect or incomplete delivery information.

What happens if my parcel is returned to HealMi Studio?

Parcels may be returned due to incorrect addresses, unsuccessful delivery attempts, failure to collect the parcel, or unpaid customs charges.

If your parcel is returned to us, please contact us to discuss the available options.

Additional postage charges may apply if redelivery is required due to circumstances within your control.

Any eligible refund will be assessed according to the circumstances and applicable laws.

Can I request an urgent order?

If you need an order urgently, please contact us before placing your purchase.

We will let you know if we can accommodate your request.

Please understand that urgent delivery cannot always be guaranteed.

How can I contact HealMi Studio?

If you have any questions about our products, orders, shipping, or anything else, feel free to contact us!

Email: healmi.miki@gmail.com

Please include your order number for order-related enquiries.

Thank you for supporting HealMi Studio